Summary
Overview
Work History
Education
Skills
Timeline
SoftwareEngineer
William Johnson

William Johnson

Customer Service Representative
Foresthill,CA

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

12
12
years of professional experience

Work History

Owner Operator

WJ Electrical /Handyman Business
Foresthill, California
12.2012 - Current
  • Developed business plan and budget to maximize profitability.
  • Analyzed market trends and customer feedback to identify opportunities for growth.
  • Managed daily operations of the business, including staff, sales, inventory, and accounting.

Customer Service Manager

Ace Hardware
Auburn , CA
03.2018 - 07.2024
  • Provided exceptional customer service to ensure customer satisfaction.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Conducted research and reviewed findings to solve customer issues.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Recruited and trained new employees to meet job requirements.
  • Implemented quality control measures to uphold company standards.

Fabrication Welder

Bast Brothers Welding
Auburn, California
12.2015 - 02.2018
  • Fabricated metal components and structures according to blueprints, drawings, and written specifications.
  • Cut metal parts with oxyacetylene torch and plasma cutter.
  • Welded metal pieces together using MIG, TIG, and other welding processes as required.
  • Inspected welds for accuracy and adherence to quality standards.
  • Repaired damaged metallic components utilizing welding techniques such as gas tungsten arc welding or shielded metal arc welding.
  • Performed preventative maintenance on all welding equipment.
  • Maintained a clean work area in accordance with safety regulations.
  • Operated forklifts to move large components around the shop floor.
  • Checked finished products for conformance to engineering standards before shipping out.
  • Reviewed job orders for accuracy and completeness prior to starting work on them.
  • Cleaned and prepared surfaces for welding operations by grinding, sanding, or polishing as needed.
  • Loaded and unloaded materials onto trucks or other transportation vehicles for delivery purposes.
  • Provided technical guidance and training to junior welders as needed.
  • Monitored stock levels of supplies used in the fabrication process, ordering additional items when necessary.
  • Attended regular safety meetings to stay up-to-date on best practices while working with hazardous materials.

Education

Master of Science - Electrical Equipment Installation And Repair

International Brotherhood of Electric Workers
Oakdale, CA
08-1989

Skills

  • Handling Escalations
  • Complaint resolution
  • Regulatory Compliance
  • Training and mentoring
  • One Call Resolution
  • Proficient in Word,Excell,Email,Social Media, Google Doc


  • Issue Resolution
  • Staff Training
  • Problem-Solving

  • Customer-focused
  • Skilled multi-tasker
  • Focused on customer satisfaction

Timeline

Customer Service Manager

Ace Hardware
03.2018 - 07.2024

Fabrication Welder

Bast Brothers Welding
12.2015 - 02.2018

Owner Operator

WJ Electrical /Handyman Business
12.2012 - Current

Master of Science - Electrical Equipment Installation And Repair

International Brotherhood of Electric Workers

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William JohnsonCustomer Service Representative